Fractional CX provides brands with world class customer experience and customer service expertise.

We embed ourselves within your company and culture. It’s like hiring in-house resources, but at a fraction of the cost.

CX Consulting & Leadership Services

  • Fractional Head of CX

    Hire us to be your Head of CX for 5, 10, or 20 hrs/week. You’ll have an embedded leader with experience running teams of all sizes across many industries.

    Joining C-level meetings, setting roadmaps, implementing software, running the team, this is the most cost-effective way to build out a world-class CX team.

  • Operational Audit

    Full audit, with feedback on what is and isn’t working, plus a list of easy fixes and long-term solutions.

    This isn’t a big-agency audit. We get in deep, understanding the agent workflow and the inefficiencies preventing higher quality and productivity.

    At the end, you’ll have a clear understanding of team-wide effectiveness, and a clear plan to make improvements across the board.

  • Advisory and Project Work

    Ad hoc services tailored to your specific needs.

    ★ Ticket insights and reduction

    ★ Org structure, planning, and hiring

    ★ Software selection and implementation

    ★ Mentorship and coaching

    ★ Data and analytics, w/ benchmarking

  • AI Agent Implementation and Management

    We’ve worked with Siena AI, SwiftCX, and Gorgias AI, and can seamlessly stand up an AI Agent to handle 30-60% of your interactions, while also reducing your overall contact rate.

    Let us run your AI Agent and implement the learnings we’ve developed through 100s of hours of trial and error.

We’ve worked with top brands

Sample work

  • We worked with a DTC subscription company to reduce their contact rate by 40% in 6 months.

    First, we developed and deployed a customized system for the team to categorize all incoming contacts – a blend of very specific to high level, depending on the questions we needed to answer.

    Second, after 6 weeks of data collection, we had a full understanding of why and when customers experienced something that caused them to contact customer service.

    Third, we looked at root causes for the confusion and pain points, and developed dozens of solutions to reduce contacts over time. Many of these weren’t major features that required tons of coding – many were minor copy changes or FAQ page edits.

    The result:

    • 40% contact reduction

    • 30% cost savings

    • 70% fewer phone calls

    • A scalable categorization and feedback system

  • We worked with an appointment-based company that was fielding 1,000s of phone calls each week, mostly about scheduling or rescheduling appointments.

    We researched how guests were accessing the guest services phone number, examined the incoming contact data down to the minute, and analyzed the existing schedule for weak periods.

    This allowed us to create a thoughtful channel map that nudged new and existing guests to different channels where we knew they would get the best experience and outcome.

    The result:

    • Transitioned 30% of phone calls to text

    • Lower staffing needs as company scales

    • Better guest experience by increasing phone call acceptance rate to >95% from 65%

  • A NYC based DTC brand needed interim leadership to coach and guide a young team through a busy holiday period.

    We developed and coached the existing CX leads to be strong leaders and deploy new systems and processes that allowed the CX leads to autonomously manage the day-to-day after just 3 months. The CX team now sits under the Ops team, rather than needing a dedicated executive.

    Think you need to hire an expensive Head of CX? There’s a good chance all you need is temporary leadership to level up your existing team.

We’d love to work with you, too

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About Fractional CX

Fractional CX was founded by Henry Dunn in 2022. It works with consultants and agents in the US, Philippines, and Latin America.

Fractional CX makes a point to be onsite with clients when possible, flying to client offices if necessary to ensure comprehensive, personal advisory and work.

All consulting engagements are led and primarily performed by Henry.